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Service Assurance Technician II

Cox Communications


Location:
Phoenix, AZ
Date:
11/16/2017
2017-11-162017-12-16
Job Code:
1717252
Cox Communications
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Job Details

Company Cox Communications
Title: Service Assurance Technician II
JobID: 1717252
Category: Information Technology
Industry: Cox Communications, Inc.
Job Type: Full-time

Description

Cox Communications is in search of a Service Assurance Technician II in Phoenix. The primary responsibility of the Service Assurance Technician II is to provide advanced technical support by functioning as a part of a 24x7x365 operations environment.

This is a highly specialized support organization that is responsible for the day to day operations of a Service Provider. This role requires the use of applied technical knowledge and practical experience to resolve complex issues. This role will be responsible for correlating incoming tickets, proactively discovering trends or issues impacting a greater customer segment and then extrapolating that data to determine if these events are tied to a larger incident.

This role requires a high degree of proficiency with the incident management process as they will be expected to manage fix agents, boundary partners and leadership communications during the course of an extended event. This role will also require familiarity with incident management, change management, problem management, and other ITIL processes.  This role assists with change conflict mitigation, knowledge management and other ITIL process and documentation needs.

The Service Assurance Technician II must be a motivated team player that can see projects to completion, work independently, and be willing to assist other staff in areas not specific to their duties. Excellent communication skills are expected as the role will require the ability to translate technical issues for both technical and non-technical audiences.


Primary Responsibilities and Accountabilities

  • Receives work from the Service Assurance Tier I teams, other Tier II groups, and/or ticketing system and drives restoration
  • Provides second tier, high-level technical support to field operations personnel through a working knowledge and broad background in core technologies
  • Must be able to work shifts as assigned in the 24/7 operations
  • Manages internal phone queues to assist with live troubleshooting in accordance with defined service level agreements
  • Track, re-direct and escalate the workflow of incidents to subsequent support levels as needed to restore/repair incidents
  • Validate operational success of deployments/maintenances
  • Provide feedback and recommendation for Operations Support Systems (OSS) tools improvements, process flows, event management, and correlation
  • Resolve interoperability issues between customers’ hardware and Cox premise equipment. 
  • Resolve incidents within defined time period, and escalate unresolved incidents to appropriate fix agents
  • Closes Trouble Tickets and provides feedback/updates to Knowledge Objects (e.g. Methods of Procedure)
  • Comply with established Change Management and Incident Management processes
  • Coordinate with fix agents to perform repair and/or site maintenance based on the severity or type of event
  • Ensure accurate and timely creation, updates and completion of all trouble tickets with prompt escalation and notification of major network or platform faults and customer impact to appropriate escalation and fix agents within defined Incident Management Service Level Agreements (SLA)
  • Identify and assist in resolving multi-customer impacting platform issues
  • Monitor network, platform, and service events, identify impact associated with events and incidents, create tickets as per Trouble Ticketing Guidelines and execute pre-defined scripts in case of alarms and incidents reported by network element management or other fault systems
  • Monitor network and other infrastructure traffic and performance while maintaining a high level of customer satisfaction by providing services fully compliant with the Service Level Agreements (SLA) and minimizing impact on customer service
  • Validates network or other infrastructure redundancy through ongoing testing as necessary
  • Functions on a 24-hour call-in basis in the event of serious incidents, as required
  • Validate restore/repair actions and clear alarms
  • Open cases with hardware vendors and drive for solutions within required SLAs
  • Define the knowledge objects (step by step resolution scripts/process) to enable Tier I and NOC Technicians to drive restoration documentation
  • Provides advanced technical support, customer and product support and problem resolution for the Cox network encompassing residential, Cox Business and Enterprise platforms and services.
  • Coordinates and prioritizes resolution efforts and preventative maintenance. Configures devices and applications across Voice, Video, Transport, IP, Data Products and IT Infrastructure to provision, test, maintain, and restore services
  • Manage complex production support issues
  • Applies advanced skills to resolve complex incidents independently
  • Assists with change management by creating, validating and performing pre/post change service level monitoring ensuring the health of the network, the service and customer needs
  • Ensure successful implementation of restoration/repair in the network by creating and/or implementing Change Request (ECR) tickets according to defined Change Control procedures
  • Close Trouble/Problem tickets as needed per Problem Management process
  • Utilize advanced tools to implement and test services
  • Utilize automated tools to increase supportability
  • Performs as Incident Commander for outages as required, to ensure effective and timely communications and coordination of resources (e.g. Technical Support Office, partners, customer) and required notifications
  • Provides advanced research to address software issues
  • Identify support gaps and support improvements
  • Updates/maintains logs and documentation to ensure compliance with Cox and industry standards
  • Interfaces with NOC Technicians, support teams and vendors/providers. Also interfaces with Tier 3 boundary partners
  • Performs as SME with regards to supported core technology (e.g. technical facilities, power alarming, video services, delivery technologies, etc.)
  • Provide ongoing support to NOC Technicians with respect to refresher training, training on new features or technologies, lessons learned, and expert trouble-shooting advice as needed
  • Responsible for completing After Action Reviews post service affecting (Critical, Major) or high visibility events
  • Collision verification and communication as it pertains to Change and Incident Management processes
  • Re-provisions, tests, maintains, and restores some or all of the supported Network/IT equipment including core, backbone devices or critical IT applications
  • Adherence to applicable legal, regulatory and security policies


Qualifications

Minimum:
  • Demonstrated ability to investigate and quantify reported service interruptions
  • Three years minimum experience within an incident management position focusing on issue ownership and resolution and including network failure, isolation and restoration
  • Three years minimum experience with element management systems (e.g. HFC, video, voice, data, transport, IT and other related equipment)
  • Three years minimum experience with monitoring and ticketing systems
  • Three years minimum experience with Event/Incident/Problem/Change Management processes in IT, MSO or related environment
  • Highly motivated, self-starter with a positive attitude, ability to face the challenges in a fast-paced environment within a customer experience-focused operations organization
  • Advanced troubleshooting skills
  • In depth knowledge of server applications, AS/400 and OSI/TCP-IP model and services (OSI layers, IEEE standards)
  • Two to five years in one or more of the following categories or equivalent required:
    • DWDM
    • TDM and/or SIP telephony
    • SONET transport networks
    • Structured cabling including fiber optics
    • DOCSIS/Broadband networks
    • IP Protocols: DHCP, HTTP, TCP/UDP, FTP, TFTP, IP, DNS, etc.
    • Routing Protocols: ISIS, RIP, RSVP, OSPF, BGP, iBGP, MPLS
    • QoS, Diffserv traffic shaping and traffic QoS policy implementation
    • Call Center Platforms (i.e.; Avaya)
    • Tellabs Titan 5500, NGX DACs
    • Databases (i.e., Oracle, SQL Server, MySQL, Mongo)
    • Middleware Technologies (WebMethods, SAIL, JBOSS, FUSE)
    • Windows Server
    • UNIX (Solaris, Red Hat)
    • Video acquisition and headend components
    • Multi-screen linear video and video on-demand (VOD) services delivery
    • IP video delivery and streaming protocols
    • Content Delivery Network (CDN) platforms
  • Developed end to end process documentation
  • Working knowledge of UNIX, HTML, XML and SQL
  • Troubleshooting experience with telecommunications related technologies (e.g. HFC, video, voice, data, transport, IT and other related equipment)
  • Advanced knowledge of relevant protocols (e.g. SIP, MCGP/NCS, SS7, DHCP, IP Networking, and Telephony Switching Platforms)
  • Server applications and AS/400, basic understanding of the Network Layer 2 and layer 3 of the OSI Model
  • Advanced knowledge of relevant tools/analyzer programs (e.g. Hammer XMS, Wireshark, etc.)
  • Excellent analytical skills with attention to detail
  • Takes initiative to learn independently through multiple channels (Technology Learning Gateway, Cox U, white papers, industry events, manuals, etc.)
  • Demonstrated ability to work in a dynamic, team environment
  
Preferred
 
  • Familiarity with element management systems for data and transport equipment
  • Familiarity with monitoring and ticketing systems
  • Familiarity with ITIL/eTOM principles
  • Familiarity with Event/Incident/Problem/Change Management processes in MSO environment
  • Bachelor’s Degree in Technology field, electronics or a minimum of two to four years of experience supporting high-availability services in an ISP, Enterprise, or MSO Network Operations environment
  • Two years of experience with Event/Incident/Problem/Change Management processes in MSO environment
  • Two to five years of experience in Technology field along with technology certifications
  • Two years of experience with monitoring/troubleshooting element management systems for data and transport equipment
  • Entry level professional contributor on a project or specialty work team
  • Displays expert level written, oral, problem solving, interpersonal, leadership, presentation and collaborative skills to work effectively with teams throughout the organization
  • Provided general guidance/direction training junior level personnel
  • Demonstrated peer leadership capabilities
  • Understanding of routing protocols (i.e. BGP, EIGRP, OSPF, TCP/IP)
  • MS server (MCSE), VMWare, UNIX, DNS, and DHCP
  • Cisco Certified Network Administrator (CCNA), Juniper Networks Certified Internet Associate (JNCIA) or Alcatel Lucent Technologies (ALU) certifications, Linux, SYS Admin
  • Experience troubleshooting RF networks with a focus on tracking and resolving issues
  • Hands-on experience with Cisco, Juniper, Motorola data products and/or Alcatel-Lucent, Infinera, and Fujitsu transport products
  • Hands on technical experience with PBX systems with working knowledge of terminology, and processes associated at a vendor level maintaining one of the above type systems
  • Must be able to understand & interpret networking and architectural diagrams including the roles and responsibilities of routers, load balancers, firewalls, DHCP server (TFTP/KDC/TOD), IP addressing/sub-netting.
 



About Cox Communications

 

Cox Communications is a broadband communications and entertainment company, providing advanced digital video, Internet, telephone and home security and automation services over its own nationwide IP network. Cox Business is a facilities-based provider of voice, video and data solutions for commercial customers, and Cox Media is a full-service provider of national and local cable spot and digital media advertising. Cox is known for its pioneering efforts in broadband, voice and commercial services, industry-leading customer care and its outstanding workplaces. Cox Communications, a wholly owned subsidiary of Cox Enterprises, is available at www.cox.com and www.coxmedia.com.



Organization: Cox Communications, Inc.

Primary Location: US-AZ-Phoenix-1550 W Deer Valley Rd

Employee Status: Regular

Job Level: Individual Contributor

Shift: Day Job

Travel: No

Schedule: Full-time

Unposting Date: Ongoing
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